Knowledge Check!

What does the “T” in TENR stand for? *

Timing

Threat

Team

Tactics

When considering “who is exposed” in the TENR framework, which groups should you evaluate? *

Yourself and your supervisor only

Yourself, the person causing the issue and the media

Yourself, colleagues, members of the public and the person causing the threat

Only the people immediately around you

What does the “N” in TENR (Necessity) help you decide? *

Whether the incident happened recently or not

Which tactics to use in a physical confrontation

How to identify weapons

Whether there is a need to act immediately, delay response and escalate, or take no action

Why is it important to slow down your response instead of rushing in? *

It makes you appear more confident

It allows you to assess threats, consider who is exposed and put support or escalation plans in place

It gives the other person time to calm down on their own

It avoids looking impulsive in front of others

What is the recommended minimum reactionary gap to maintain during an interaction, assuming no immediate escalation? *

Approximately 1.5 to 2 metres

Half a metre

One metre

3 to 4 metres

During an interaction, you notice you’ve started crossing your arms while the other person is becoming frustrated. What impact is this most likely having? *

It shows you are confident and in control

It helps calm the other person down

It signals that you are closed off and may escalate the situation

It has no impact on the interaction

You are preparing to engage in a difficult conversation with someone who has previously become aggressive. What is the most effective way to position your hands? *

Keep your hands in your pockets to appear relaxed

Cross your arms to maintain authority

Place your hands behind your back to avoid provoking them

Keep your hands visible in the influencing zone (above the waist, below the nose)

You are speaking with a person who suddenly stops talking, stares past you with a fixed gaze and becomes very still. What does this behaviour most likely indicate? *

They are at a decision-making point and may be about to escalate

They are calming down and processing the conversation

They are no longer interested in the discussion

They are waiting for you to continue speaking

When using AWOCA, why is it important to include a “why” after making a request? *

To justify your authority over the person

To help the person understand the reasoning and assess the fairness of the request

To make the conversation longer and more detailed

To give yourself time to think of the next step

You’ve explained your request and the reason behind it but the person refuses to comply and becomes dismissive. What should you do next? *

Immediately take enforcement action

Continue repeating the same request

Provide structured options that guide them toward your desired outcome

End the conversation

What are the four main pillars of tactical communication? *

Authority, control, compliance, enforcement

Listening, questioning, directing, resolving

Building rapport, calm and composed demeanor, showing empathy and active listening, allowing time to vent

Speaking clearly, giving instructions, documenting, and reporting

Why is it important to maintain a calm and composed demeanor when someone is highly emotional? *

It shows you are in control of the situation

It helps influence their behaviour to lower their emotional intensity

It prevents you from having to listen to them

It allows you to assert authority more effectively

During a conversation a person says: “You people never listen and nothing ever gets done!” What is the best response demonstrating empathy and active listening? *

“That’s not true, we do listen.”

“I understand exactly how you feel.”

“You need to calm down so we can talk.”

“It sounds like you’re frustrated because you feel like your concerns haven’t been addressed.”

You approach a frustrated customer who immediately starts complaining loudly about a issue. What is the most effective initial approach using tactical communication? *

Interrupt them and explain the process for lodging complaints

Match their tone to show you take the issue seriously

Allow them to speak while using nods and repeat what they say to show you’re listening

Immediately provide a solution to calm them down